In this article: 

Workday

Five9

ADP

Gladly

Workday

What does it do?

The Playvox Workday connector enables a smooth integration into your Workday through the following features:

• Leaves made and approved in Playvox WFM are automatically synchronized in your Workday.
• The agent’s current leave balance is displayed in Playvox’s My Leave Page allowing the agent to view their own leave balance or managers to inspect other team members leave balances, directly in Playvox WFM.
• User schedules in Playvox WFM will be sent to Workday on initial publish of a roster, and will become visible under My Schedule in Workday.
• Actual work hours (agent status) sent to Playvox WFM via our connectors and will be synchronized through to Workday when they occur in the source app. All synchronized actual work hours will create an associated check-in / checkout clock event in Workday and will display this information in both the My Time Clock History page (as a list) and as time blocks on My Time Clock History - My Calendar (as a visual block in the calendar).

Connector Summary/Information Flows

• Users: users in Workday and Playvox that have the same email address are synchronised.
• Leave balances: display the current Workday leave balance in Playvox.
• Leave requests: leave requests made in Playvox are synchronised to Workday.
• User schedules: user schedules in Playvox can be synchronised to Workday.
• Timecards: actual work hours in Playvox can be synchronised to Workday as timecards.

What does the integration set up process look like?

All we need is an integration user to be set up in Workday so that our connector can access your Workday APIs using the permissions set for this user.

Afterward, you can configure the integration to suit your needs. For example, you can choose to enable or disable the synchronization of leave balances, timecards, or work schedules.

Known Constraints/Limitations

N/A

Five9

What does it do?

The Playvox Five9 connector enables a smooth integration with your Five9 system through the following features:

• Visualize in near real time the actual statuses of agents in Five9, allowing real time monitoring of agent adherence stats. 

• Collect voice and digital contacts handled in Five9 for real-time adherence tracking and forecasting purposes.

Information Flows

There are four main information flows from Five9 to Playvox:

1. User Synchronization: This is a scheduled activity that occurs once a day. It checks for users that exist in both Playvox and Five9, and ensures that Playvox 'understands' the Five9 agent identifiers.
2. Agent States: This is a scheduled activity that occurs every 10 minutes. It is used for real-time adherence tracking, as well as through analytics and performance measurement.
3. Call Log: This is a scheduled activity that occurs every 15 minutes. The call log are used to track real-time performance, volumes for use in forecasting and workactivity processing, and for analytics.
4. Digital: This is another scheduled activity that runs every 15 minutes to capture conversations from other digital channels such as chat and email. 

What does the integration set up process look like?

Pre-requisites

All we need is an integration user to be set up in Five9 so our connector can access your Five9 APIs using the permissions set for this user. 

Then we need you to set up a custom folder to house the custom reports the Playvox integration requires.

Rate Limits

Depending on your usage requirements, you may need to raise a support request with Five9 to increase the limits for operations such as runReport and getReportResults within the integration.

Known Constraints/Limitations

N/A

ADP

What does it do?

The ADP Connector facilitates the synchronization of information between Playvox and ADP, focusing on key employee information and employee timecards derived from agent status records within the Playvox workactivity task tracking. This functionality is illustrated in the diagram below:

Information Flows

There are two main information flows between Playvox and ADP:

1. User Synchronization: This is a scheduled activity that occurs every 30 minutes. It checks for users existing in both Playvox and ADP, using the ADP business email (and optionally a user tag in Playvox) as the key to match users. Additionally, this flow may update Playvox to pass the worker identifier from ADP into the Playvox employee ID field.
2. Agent Status / Timecards: This flow is triggered in close to real time as agents change status, tracked through Playvox workactivity. As agent status changes, the ADP timecards are updated accordingly.

What does the integration set up process look like?

Pre-requisites

1. Installing the connector must be performed by a Playvox administrator.
2. You must request API credentials from your ADP account representative. Once you have these credentials, a certificate signing request must be created and submitted. ADP will then provide you with a signed certificate. This process is described here. 

Known Constraints/Limitations

N/A

Gladly

What does it do?

Once connected, Playvox WFM synchronizes data from Gladly into Playvox WFM.

The connector tracks agent status for adherence, conversations, and initiates contacts for volume, SLA, forecasting, and agent work sessions for Handle Time and Occupancy.

Connector Summary/Information Flows

1. User Sync: This process synchronizes based on matching email addresses in both applications, ensuring that their integration identifier is correctly defined. It runs hourly.
2. Agents Status Tracking: This process provides real-time adherence and captures schedules and tasks. It runs every minute.
3. Conversation: This process responds to created and closed events, capturing identifier, type, start time, resolution time, and agent information. It runs in near real-time.
4. Work Sessions: These handle time/occupancy and capture work activity logs, activity type, agent and direction, work effort, and start/end dates. They run every 10 minutes.

What does the integration set up process look like?

You will need to create your own Gladly Token to complete your integration steps in Playvox WFM. You can find further instructions here. 

Known Constraints/Limitations

N/A